Ensuring excellent Fan experience at every point of contact with Ticketmaster is a massive task.
We do this by focusing on three key elements – LISTEN, ANALYSE, ACT.
We listen to our Fans. We proactively surface over 3 million pieces of Fan feedback each year and interrogate over 10 million requests for help. We do this at various stages of the customer journey, including touch points across mobile, phone, social and web.
We then analyse this insight, helping us to identify any trends that call out any pain points within our customer journeys.
Collating this insight has allowed us to take action and help drive significant improvements to our Fans experiences.
For more information about this or any other topic, please contact us.